Live Operations Supervisor

We are looking for a Partner Live Operations Supervisor to lead our Live Operations team and improve restaurant partner performance within Ninja’s Food division.

You will oversee daily operations, monitor key performance indicators, and drive improvements in restaurant availability, cancellation rates, and service quality. You will also work closely with Commercial, Logistics, and Customer Care teams to resolve operational issues and improve the partner and customer experience.

Responsibilities

• Monitor restaurant partner performance, including online availability, cancellation rates, and branch operating-hours accuracy.
• Analyze performance trends, identify root causes of operational issues, and implement corrective action plans.
• Lead, coach, and develop the Live Operations team to achieve productivity and quality targets.
• Plan weekly schedules and ensure adequate staffing and shift coverage.
• Review tickets, calls, and operational interactions to maintain service quality and compliance with agreed response and resolution times.
• Handle escalations and coordinate with Commercial, Logistics, Customer Care, and Key Account Managers to resolve partner issues.
• Build and maintain performance reports and dashboards using Google Sheets or Excel.
• Lead regular performance reviews and track action plans, ownership, and deadlines.
• Support the recruitment, onboarding, and training of new team members.

Requirements

• 3–5 years of experience in operations, partner/vendor performance, customer operations, or a similar environment.
• Ability to lead, coach, and manage team performance.
• Advanced proficiency in Google Sheets or Microsoft Excel, including building reports and dashboards.
• Hands-on experience with ticketing and call center systems.
• Strong analytical and problem-solving skills, with the ability to translate data into practical improvements.
• Strong communication and stakeholder management skills.
• Fluency in Arabic and strong professional English, both written and spoken.
• Flexibility to work shifts, including weekends, based on business needs.
• Bachelor’s degree in Business Administration, Operations Management, or a related field.